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KB Kookmin launches new customer review panel
KB Kookmin Bank CEO Hur Yin, second row sixth from left, makes a finger heart gesture with members of the customer review panel and bank officials at the bank's headquarters on Yeouido in Seoul, April 30. Courtesy of KB Kookmin Bank
By Lee Kyung-min
By Lee Kyung-min
KB Kookmin Bank launched a sixth customer review panel, Tuesday, to improve customer service, it said Wednesday.
At a ceremony held at the bank's headquarters on Yeouido in Seoul, April 30, 10 panel members shared ideas on ways to identify problems in areas that require short- to long-term improvements.
The 10 panel members were selected after document reviews followed by interviews.
The bank CEO Hur Yin met with the panel to express gratitude and personally deliver words of encouragement on how the bank is counting on their devoted support over the next six months.
“The CEO told the panel that their honest, constructive criticism will help the bank become more attentive to customers' voices, ultimately strengthening our relationship with customers,” a KB official said.
Task-specific projects will be assigned to each member including ways to boost customer communication and reviews of new tech-based financial products and services.
The members will meet every month over the next six months to share their respective experiences and discuss ways to help the bank promptly revise or remove system flaws.
They will be required to submit reports in detail before attending the monthly sessions.
“We are well aware that customers' voices matter, and it is equally or sometimes more important to let them know that. We will continue to appreciate customers' criticism, a key priority of our management philosophy,” the official added.
This is in line with KB Financial Group's broader initiative to boost communication, a much-prioritized value among global-minded financial leaders in Korea.
KB Financial Group Chairman Yoon Jong-kyoo plans to hold town hall meetings with the group's subsidiaries by the end of June, a move to enhance communication with lower-ranking workers.
The group's highest and most powerful figure seeking to have a meeting with a group of junior workers shows his priorities lie with boosting their morale.
This in turn will help engage young voices in the decision-making process, thereby changing the rigid, top-down corporate culture.
The first town hall meeting was held at the group's Yeouido headquarters on April 29, with over 100 bank employees.